Why customers choose SAP Partners – Managing Change
With 11 days until SAPPHIRE NOW Madrid, I’m continuing the series exploring why customers choose an SAP Partner. In today’s post, I’ll provide an example on the importance of managing change.
SAP doesn’t just provide world-class business solutions but provides customers with the ability to run better. Change is a considerable part of life and business, and I’ll argue that in most cases it’s nothing to fear (consider the prospect of a pay raise). Even so, change can be unsettling in business and the ability to adapt and empower users is vital when it comes to changing business processes and software. That is why SAP Partners consider the impact of every new solution not just on the business, but the people within it.
The OTE Group is the sole distributor and dealer for Hyundai, Chevrolet, Cadillac, Hummer, Isuzu, and Subaru automobiles and automotive products in the Sultanate of Oman. Their growing network created the need to update the way its sales force managed customer data. With 15 sites each using different methods of tracking customer activity from spread sheets to individual notes, OTE Group recognized the need for a system to centralize the data in one location. The result would provide new business insight into the effectiveness of sales and marketing allowing the company to make more agile decisions supporting its growth strategy.
To do this, the OTE Group chose the SAP Customer Relationship Management (CRM) solution. Not only is SAP CRM scalable, it could be integrated with OTE ’s existing SAP software for managing: the parts inventory, financials, and human resources.
“Choosing SAP CRM was really a strategic decision for OTE,” says Dileep Somani, the chief information officer at OTE Group. “It has the scalability to grow as we grow and the flexibility to apply to a wide range of scenarios, some of which we may not have even considered yet.”
OTE Group chose Mahindra Satyam as their SAP Partner for the task. With more than 20 years of experience, implementing the CRM system was straightforward. The challenge was transforming the working practices of the team.
To overcome the resistance from the staff to changing long standing business processes, Mahindra Satyam developed a ‘train-the-trainer’ program.
“Mahindra Satyam took a key user from each location and gave them extensive classroom instruction on the new application. This gave us the opportunity to win over people on a one-on-one basis,” said Dileep Somani. “These people then returned to the workplace armed with knowledge and helped others get up to speed. In the end, this helped ensure a high rate of adoption and allowed us to be productive very quickly.”
SAP Partners recognise the importance of users in the success of a project and from the start to prioritize their needs so that business performance is not only maintained but enhanced. Whether your partner sets up a training facility online or builds a bespoke ‘train-the-trainer’ program, they will assess the needs of your staff with the same care as they assess the needs of your business.
Whatever approach you need for dealing with change, we are sure we have a SAP partner that is just right for you. To find them click here.